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IDC PlanScape: Digital Transformation of Omni-Channel Commerce for Retail

IDC PlanScape: Digital Transformation of Omni-Channel Commerce for Retail

This IDC study describes how retailers can digitally transform (DX) omni-channel commerce, one of five key retail DX strategies outlined in IDC's retail use case taxonomy (see IDC's Worldwide Digital Transformation Use Case Taxonomy, 2017: Retail, IDC #US42270417 , February 2017). The retail mission that underpins what is described in this document is as follows: Create experiences that blend the digital and physical to make purchases in the stream of life. To create best experiences that improve customer satisfaction and loyalty, driving revenue and market growth, retailers need to embrace digital transformation. This document outlines how retailers can prioritize, advance, and benefit from organizing and investing in people, process, and technology digital transformation of omni-channel commerce. Leslie Hand, VP for IDC Retail Insights, reports that "retailers are in the midst of a change that requires rethinking business models, reallocating assets, and building new cultures, processes, and technologies that amplify satisfaction levels and drive best experiences to thrive into the future."


IDC PlanScape Figure
Executive Summary
Why Is Omni-Channel DX Important?
Customer Satisfaction as a Proxy for Retail Omni-Channel Improvement
Customer Satisfaction/Net Promoter Score
Driving Loyalty and Customer Satisfaction
Aligning NPS with Specific Revenue and Share Metrics
What Is Omni-Channel DX?
Retail Digital Mission: Experiential Retail
Retail Digital Transformation Strategy: Omni-Channel Commerce
Seamless and Frictionless Commerce
Current Situation
Digital Transformation Opportunity
Digital Transformation Value Realization
Intelligent Fulfillment
Current Situation
Digital Transformation Opportunity
Digital Transformation Realization Value
Augmented and Virtual Experience
Current Situation
Digital Transformation Opportunity
Digital Transformation Realization Value
Who Are the Key Stakeholders?
How Can My Organization Take Advantage of Omni-Channel DX?
Map Your Customer's Journey
Identify Current Portfolio Capabilities and Gaps
Develop Priorities and a Road Map for Omni-Channel Commerce
Identify Solutions and Execute Against DX Objectives
Essential Guidance
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